Senior Customer Success Manager - DACH

At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust! As AI reshapes how consumers search, discover, and choose brands, Trustpilot’s unique dataset of authentic human sentiment is becoming increasingly critical. We are uniquely positioned to define how trust and reputation function in an AI-driven digital economy and we’re building an inclusive environment where curious, ambitious people can do the best work of their careers. As a Senior Customer Success Manager, you are the value owner and trusted advisor for your portfolio of customers within the German market. You ensure every customer achieves success with Trustpilot - from onboarding and adoption to measurable results and advocacy. Your mission is to maximize product adoption, strengthen customer health, and reduce churn, ensuring customers realize ongoing value and remain engaged, satisfied partners. This role requires native-level German and strong professional English language skills. It is based in our Hamburg office. What you'll be doing: • Lead high-stakes post-sale alignment for accounts in our premium plan. You ensure a seamless transition from Sales by establishing a multi-level relationship map and securing strategic executive buy-in from day one, all documented in a mutual success plan, leading to high momentum during onboarding. • Proactively translate technical usage data into compelling ROI narratives. You demonstrate how Trustpilot strategically influences every stage of the marketing funnel from top-of-funnel traffic to bottom-of-funnel conversion and long-term brand advocacy. You communicate this in Business Reviews according to our customer journey per plan • Own the holistic health and Gross Renewal Rate (GRR) of your portfolio. Rather than just following playbooks, you engineer bespoke success plans to mitigate complex churn risks and proactively identify growth opportunities in collaboration with the commercial Account Managers. • Serve as the primary consultant for your accounts. You uncover deep-seated needs while strategically triaging commercial or billing matters to Account Managers. • Synthesize complex customer requirements into structured, high-impact insights for the Global Product Roadmap, ensuring Trustpilot evolves alongside the market’s most sophisticated players. • Maintain rigorous portfolio hygiene (CRM/Success Plans) and identify systemic bottlenecks in the CS workflow. You propose and help implement global improvements that elevate the performance and scalability of the entire CS organization. Who you are: • Fluent in German and proficient in English • You have strong experience in Customer Success and/or Account Management in a SaaS or technology environment. • A good understanding of the digital advertising/search marketing industry – preferred. • Proven ability to drive product adoption, customer satisfaction (NPS), and retention results through strategic intervention. • You have a solution-seeking mindset and demonstrate high agency while proactively optimize internal workflows to maintain team momentum. • You bring strong communication and relationship-building skills across multiple stakeholder levels. • A genuine passion for helping customers succeed and seeing measurable business impact. • Advanced proficiency in data interpretation; identifies and acts upon complex trends to secure portfolio health and growth. • You are ready to act as a thought leader and are a collaborative team player who enjoys working with Account Managers, Product, and Marketing. • Exceptional organisation skills within high-volume settings; focuses energy on systemic value and long-term results. What’s in it for you: • Competitive compensation package + bonus • Company Pension Scheme with a 4% of gross salary employer contribution (no matching required). • 20 days holiday with an additional 8 days after 6 months of continuous employment • 2 (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community • Rich learning and development opportunities supported through the Trustpilot Academy and Blinkist • Benefit-in-kind of 44€ a month, which can be used for a range of purposes such as private healthcare, accommodation, a company car, a gym membership, an interest-free loan, travel expenses, or any other expense • Health benefit of 50€ a month which you can use to spend on anything that supports positive health • Full access to Headspace, a popular mindfulness app-based service designed to promote positive mental health and access to a 24/7 Employee Assistance Plan • Prime location with stunning views of the Alster in a brand-new office space Still not sure? We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences along with how you will contribute to our working culture. Even if you don’t feel you meet all the requirements, we'd still really like to hear from you! #LI-JS1 About us Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve. Today, we have more than 350 million reviews and 60 million monthly active users across the globe, with 149 billion annual Trustpilot brand impressions, and the numbers keep growing. We have more than 1000 employees and we’re headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York. We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas. Our purpose to help people and businesses help each other is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go. Join us at the heart of trust. Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust. Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy. If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team (talent.acquisition@trustpilot.com) quoting the role you wish to apply for.